Refund policy

Refund and Returns Policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, we unfortunately cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.

In certain situations, only partial refunds are granted (if applicable):

  • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.

  • Any item that is returned more than 14 days after delivery.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within a few days.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at: contact@pawpix.fr

Sale Items (if applicable)

Sale or promotional items will be refunded at the promotional price paid.

Exchanges (if applicable)

We only replace items if they are defective or damaged upon arrival. If you need to exchange it for the same item, send us an email at contact@pawpix.fr and send your item to the return address listed below.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping – Returns and Refunds

In accordance with the provisions of Articles L221-18 et seq. of the French Consumer Code, the customer has a legal period of fourteen (14) days from the receipt of their order to exercise their right of withdrawal without having to justify a reason.

Any request for a refund or return must be notified by email to: contact@pawpix.fr The customer must specify in their message:

  • The order number

  • The items concerned by the return

  • Whether they wish for a refund or an exchange

  • Whether they request Pawpix to organize the return procedure

No return will be processed without prior notification.

Mandatory Return Conditions

Products must be returned:

  • In their strictly new, original condition.

  • Unworn, unwashed, and undamaged.

  • In packaging that ensures safe transport.

Pursuant to Article L221-23 of the Consumer Code, the Client may be held liable in the event of depreciation of the goods resulting from handling other than that necessary to establish the nature, characteristics, and proper functioning of the product. In the event of degradation, excessive use, or if the product is rendered unfit for resale, Pawpix reserves the right to:

  • Refuse the refund,

  • Or apply a deduction proportional to the observed depreciation.

Return Address

Products must be returned to the following address:

Céline GRALL - Pawpix 585 C Avenue de la Gare 38140 Izeaux Auvergne-Rhône-Alpes France

Return Shipping Costs

In accordance with Article L221-23 of the Consumer Code:

  • Return shipping costs are the exclusive responsibility of the customer.

  • These costs are non-refundable.

  • In the event of a refund, only the amount of the returned products will be refunded (excluding return shipping costs).

If the customer wishes for Pawpix to organize the return procedure, they must specify this in their request email. In this case:

  1. Pawpix will advance the return shipping costs.

  2. The corresponding amount will be deducted from the final refund.

Responsibility and Transport

The customer is responsible for the product until it is effectively received by Pawpix. For any item over 75 €, it is highly recommended to:

  • Use a trackable shipping service,

  • and/or purchase shipping insurance.

Pursuant to Article L221-23 of the Consumer Code, the professional cannot be held liable for the loss, theft, or deterioration of the package during return transport when organized by the customer. In the event of loss or damage attributable to the carrier chosen by the customer, Pawpix cannot be held responsible.

Refund Processing Time

The refund will be issued within a maximum of fourteen (14) days from the receipt of the returned products or from the date the customer provides proof of shipment, whichever occurs first.